Contact Center Transformation - Manager

PwC South Africa; New York (NY); On-site; Confidential; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Holiday pay

Vacation

Personal and family sick leave

Job summary

PwC is seeking a Contact Center Transformation Manager to lead the transformation of client interactions using data, analytics, and AI. You will guide and develop teams, mentor junior staff, and ensure project success through strategic execution.

The role spans UI design, usability testing, and stakeholder engagement to drive service excellence. Travel up to 80% with responsibilities across PwC Acceleration Center, offering opportunities to shape client support technologies and deliver

Qualifications

• Bachelor's degree required.
• 5+ years of experience required.
• Experience leading contact center transformation projects.

Responsibilities

• Lead contact center transformation initiatives and manage client expectations.
• Guide teams in strategic planning and execution of user interaction engineering projects.
• Develop and customize product designs to improve customer experience and service excellence.
• Promote digital accessibility and human-centered design across projects.
• Oversee usability testing and user research to inform design decisions.

Skills

Leadership

Mentoring

Usability testing

User experience research

Education

Bachelor's degree

Tools

AngularJS

React

Vue.js

Figma

HTML5

Job description

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Manager Job Description & Summary The Opportunity As a Contact Center Transformation Manager, you will lead the charge in revolutionizing client interactions through innovative software and product solutions. Within our Commercial & Service Excellence practice, you will be at the forefront of transforming contact center technology, driving user interaction engineering to enhance client support experiences. Your role will involve leveraging data, analytics, and AI to create impactful solutions that meet evolving client needs. As a Manager, you will guide and develop teams, fostering leadership and strategic planning skills. You will be accountable for managing client service accounts, mentoring junior staff, and confirming project success through strategic execution. Your ability to inspire and motivate others will be crucial in delivering quality outcomes and identifying opportunities that contribute to the firm's success. You are expected to lead with integrity and authenticity, embracing technology and innovation to enhance delivery and encourage others to do the same. In this role, you will have the opportunity to work within our Contact Centre Technology sector, driving transformation and innovation in client support. Your contributions will be pivotal in shaping the future of client interactions, making a significant impact within the PwC Acceleration Center.

Responsibilities

• Leading contact center transformation initiatives and managing client expectations
• Guiding teams in the strategic planning and execution of user interaction engineering projects
• Utilizing AngularJS, React, and Vue.js frameworks to enhance user interface design and development
• Conducting discovery sessions to gather functional requirements and create mock-ups
• Developing and customizing product designs to improve customer experience and service excellence
• Promoting digital accessibility and human-centered design principles across projects
• Building and maintaining relationships with stakeholders to identify and address user experience challenges
• Overseeing usability testing and user research to inform design decisions and optimize workflow development
• Validating data integrity and compliance within user interface frameworks
• Identifying opportunities for innovation and embracing change to drive continuous improvement in contact center technology solutions

What You Must Have

• At least a Bachelor's degree
• At least 5 years of experience

What Sets You Apart

• Utilizing AngularJS and React for dynamic UI development
• Designing user interfaces with Figma and HTML5
• Conducting usability testing and user experience research
• Developing customer experience strategies and insights
• Embracing change and fostering innovation in projects
• Mentoring teams in human-centered design principles
• Analyzing industry trends to enhance service excellence

Travel Requirements Up to 80%

Job Posting End Date

The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

All hired individuals are eligible for an annual discretionary bonus.

• medical
• dental
• vision
• 401k
• holiday pay
• vacation
• personal and family sick leave
• and more

To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

As PwC is anequal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy. Learn more about how we work: https://pwc.to/how-we-work

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.

To view other PwC job opportunities, visit pwc.com/careers.

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Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially at PwC. Here, you can uncover hidden talents, build lifelong relationships rooted in trust and empathy and turn challenges into opportunities for innovation. We’ll help you grow your skills through challenging, meaningful work so you can go further.